WFM (Workforce Management) is a software application developed by Genesys, and used by HR managers at contact centres in companies such as Emirates, PayPal, Sky, or Vodafone. It accurately forecasts, schedules, and tracks the performance of employees, informing correct staffing requirements.
My responsibilities included working with the previous software and suggesting improvements to the user experience, information architecture, sketching and wireframing, interaction, and visual design. Features I worked on include Dashboard, Forecast, Schedule, Calendar, and Finder.
HR managers can create multiple dashboards
that provide an overview of the relevant metrics.
By gathering and processing historical data, the software can predict future staff requirements.
HR managers will use this tool to schedule contact center agents.
A simple and easy-to-use interface to manage files.